Annual Passholder Best Rate Program

[drusso]

I recently emailed the folks at Disney to express my displeasure with this new program. I was very surprised to receive a phone call yesterday to discuss this. I found the gentleman to be a bit cocky and felt he tried to talk down to me. He assured me that they have had nothing but positive feedback on this new program. I find this very hard to believe. What consumer has no concerns about booking a minimum of 120 days, risk losing your deposit or pay a $50 change fee? Am I missing something here? I value the information and advice I've read here and if anyone can shed some light on this I would greatly appreciate it.

I have what may very well be may last trip booked for the end of August (my 30 trip to WDW). I will very much miss these trips but will get over it if this is the way Disney treats its best customers. My money is good everywhere!

 

[lomillerin]

I had a similar experience. I emailed Disney about the way they just sprung this on us and my dates in October fell in the beginning of this program and by the time I heard about it, it was too late to book. He basically said too bad. He said I could try and hope for a rate, but I should not to count on it.

 

[bicker]

I've read a few messages from folks dissatisfied with the program and then subsequently dissatisfied with Disney's response. I find it to be a strange pattern, because I've never had anything but wonderfully polite and respectful discussions with Guest Communications.

 

[cjsmom5]

I have written to Disney but have not received a response back. Will post when I do. My comments were more of questions .... regarding how they are going to handle rates ... releasing AP rates the old fashion way ... if they were lower than the best rate program ... what good is the best rate program, etc. There have been so many conflicting views and comments that I asked for clarification point by point. I will let everyone know when I get a response.

 

[CarolMN]

I recently emailed the folks at Disney to express my displeasure with this new program. I was very surprised to receive a phone call yesterday to discuss this. I found the gentleman to be a bit cocky and felt he tried to talk down to me. He assured me that they have had nothing but positive feedback on this new program. I find this very hard to believe. What consumer has no concerns about booking a minimum of 120 days, risk losing your deposit or pay a $50 change fee? Am I missing something here? I value the information and advice I've read here and if anyone can shed some light on this I would greatly appreciate it.

I have what may very well be may last trip booked for the end of August (my 30 trip to WDW). I will very much miss these trips but will get over it if this is the way Disney treats its best customers. My money is good everywhere!

Sorry about the CM - no one likes to be talked down to.

I think I am one of the consumers you were asking about - since we go to WDW often, I think I fit into the loyal/better customer category.

I like the new Best Rate Program. I like booking the discount online. Don't like calling CRO or WDWTC. ( I sympathize with Disney with respect to the number of people who change their minds - that has to be costing them $$).

For this next trip, I only needed one night (have the rest of my stay at a DVC resort already booked). I like that it is now paid for. My trip dates are set - I won't be changing dates and so the "change fee" isn't an issue for me.

I am willing to trade the risk of not being able to go and losing the deposit (which you can minimize by buying trip insurance), to get a guaranteed discount without having to play the "dialing derby" with CRO. Frequent calls to check on discounts and the "stress" of trying to get the best deal isn't my cup of tea. Much rather check the discounts online and book my room online. If there's no discount, I don't book. Once I do, I know there won't be a better deal that I won't get.

For those of you who like the old AP discount system - it's still there. You just have to wait for the AP rates for your dates to be released. It is certainly very possible that the number of AP discounts will be less than if the BR program wasn't available. It seems as though those who are willing to risk making a nonrefundable deposit get first crack at them.

FWIW, since travel is up and demand for on site WDW rooms is also up, I think discounts will be come less available and less generous anyway. They are certianly less than in years past and it seems to me that there are less of them already. I am old enough to rememer when there weren't any discounts for on site stays - except for a small MKC discount (maybe 5%). And you had to book at least 1 year in advance to get an onsite room at all.

Best wishes -

 

[lham1531]

I don't have a problem with the program, in concept.

What frustrates me is that they released the program with the 120-day rule and that my trip was already less than 120 days out.

So, I booked way in advance (January 05 for October 05), am willing to purchase AP but was waiting to take full advantage of the year-long pass, but was still unable to participate in Best Rate.

We literally are going the week right between free dining ending (October 4) and Best Rate beginning (first availalbe for October 16). If they had released it one week earlier, you could have gotten either free dining or best rate.

 

[Rupsend]

Put me in the less than satisfied catagory, so far.

1) The Best Rate discount is only available on line. I could live with "on line" but I have constant issues accessing DisneyWorld on line. I use a Mac, latest equipment and OS, Safari and Explorer (latest versions). I get system error messages 90% of the time. Way too much work.

2) Aside from the technical issues, I have a problem with implementation of this program. When we go to WDW, my family of 4 books two rooms (one for myself and wife, one for daughters). Under the new program, I have to reserve one room with a deposit, then sign in again (I don't even know if I can do this with my pass or I have to set up a separate account for my wife with her annual pass) and look for a second room at the same hotel. If I find one, I then have to book it with a deposit. THEN, I must call reservations, get the names rearranged, request adjoining rooms. Oh, AND, the discount may be different at each hotel, and the only way to find out is to check availability one hotel at a time (normally we would just know x$ per day off rack rate at a deluxe, y$ at moderate, etc.

3) Finally, what does "Best" mean? I called the AP hotline number from the website, and when I keyed the "info on benefits" option, I got normal reservations. They told me that you were guaranteed the best AP rate when you made the reservations, but should it subsequently drop, you would not benefit unless you called to change rates. When I queried this, I was transferred elsewhere at guest services where the CM told me that if there were a later, better, offer to APHs at the hotel, we would get that benefit. I am still unclear what happens if a lower rate is offered (rack) at a later date.

To be fair, both CMs were polite. I thought, however, that the Guest Services CM was exasperated with the questions. He needed to put me on hold to get answers.

I have always been perfectly happy making reservations on the phone. I am what other posters have called happy and satisfied. Also, as someone booking two off season rooms, for our third trip this year, I am a good customer. But I am not happy with this program.

AP benefits make economic sense to Disney. Everybody has frequent discounts. With all due respect, the "delux" hotels are not low priced relative to similar hotels (at the AP price). I don't know why this new program requires so much jumping through hoops.

I may just email Disney myself, but I wanted drusso to know he/she isn't the only one with issues with Best Rate. I apologize for the long post, but I wanted to be clear.

 

[dcgrumpy]

actually, you can request adjoining rooms when booking online.

 

[cjsmom5]

I am in the middle on this one....

I don't mind the online booking..and in fact, had my TA do it so I didn't even have to hassle with it.

I don't mind the non-refundable deposit.

But ... what I don't like is all the confusion ...

1) As I first understood it, if I used the best rate program, then if a lower AP rate came out, it would automatically give that rate to me since I was in the best rate program.

2) Now they say, maybe not...perhaps we have to call back to get it lowered...

3) Perhaps, they won't lower it, even though we are in the "best rate" program.

I don't think Disney really "thought" this program through prior to implementing it. In the letter I wrote to Disney I said that the program would be great UNLESS they offered an AP rate closer to my arrival that was LOWER than the rate that I had ... and because I was in the Best Rate program ... wouldn't be able to take advantage of that rate.

I am still waiting for a reply from Disney. If I can get the lower rate, my TA constantly checks on those things, then I am fine with the best rate program. If not, then I think they need to "rethink" some of the finer points of the program.

 

[MinnieSummer]

I also received a call back in response to my e-mail and the gentleman (could it have been the same one?) was also a little cocky. He said the response was very positive to the program. He did answer my questions but the answers created more questions. You can not book two rooms with one AP and when you use two AP's to book two rooms you risk losing both deposits. The only way to link the reservations is to call CSR and have them do it manually. The change fee will only apply if you change the reservation to something cheaper. If you change it up they will not charge you -- however, if you change dates, regardless, you will be charged the fee and he wasn't really certain that you wouldn't lose your deposit. He said I will still be able to book by phone as most of my trips are last minute but there will not be as many rooms available at the discounted rate due to the best rate program.

I just don't see how any of this is to the AP holders benefit.

 

[952LisaR]

I don't like the new program because of the 120 day out requirement. this is a program for AP users, well at least for me, since I have an AP I am always trying to find ways back to disney (from MN) so if I see a good last minute airfare, I would take it knowing my entry fee to get in the parks was taken care of and my lodging would be discounted. Without the lodging discount the last minute trips don't look so appealing. Just my thoughts.

 

[polyfan]

I don't mind booking online. I do not like the 120 days out and it is non-refundable. My husbands' job does not allow him to put in for vacation that far in advance. Due to government contract work we are unable to know that far in advance whether he will be able to take vacation. I would like to see another option offered. Even if it was just a matter of having to rebook for different dates. We can't help the way his job is.

 

[minniesfriend]

I don't care for the Best Rate program either and have e-mailed Disney.

I think what frustrates me the most is that we have been loyal customers for almost a decade and it seems like we just keep getting slapped in the face. We visit WDW about three times a year. We wait for the codes to be posted and plan accordingly. Years ago, we were in the Magic Kingdom Club, which later became the Disney Club. Each club had a fee but, with the discounts, we felt like it was worth it. When we took our DCL cruise, Disney decided to discontinue the Disney Club. Bye-bye room credit for members. (Our cruise was in Jan and was booked prior to this announcement. Too bad). Then came the decision to take away the 3 month window for AP renewals. No more Disney magazine subscriptions with our AP. AP discounts at Downtown Disney are almost obsolete except for food. Inside, I knew that Disney would change the AP rate room policy. And - they did. Having an AP implies flexibility - going down when you get a chance. Non-Refundable does not.

There were many times we looked into visiting other places, but chose not to simply because we were able to get such good discounts at Disney. It's like, "OK. $2000 at the Beach or $2000 at WDW?" Disney won every time. I guess our perspective has now been changed. We've already booked another vacation NOT at Disney. Oh, and there's no cancellation penalty until 24 hrs prior to arrival.

I really like the Swan and Dolphin and guess I will begin using their discounts. I know from experience the Starwood club is very rewarding.

 

[webray]

I don't care for the Best Rate program either and have e-mailed Disney.

I think what frustrates me the most is that we have been loyal customers for almost a decade and it seems like we just keep getting slapped in the face. We visit WDW about three times a year. We wait for the codes to be posted and plan accordingly. Years ago, we were in the Magic Kingdom Club, which later became the Disney Club. Each club had a fee but, with the discounts, we felt like it was worth it. When we took our DCL cruise, Disney decided to discontinue the Disney Club. Bye-bye room credit for members. (Our cruise was in Jan and was booked prior to this announcement. Too bad). Then came the decision to take away the 3 month window for AP renewals. No more Disney magazine subscriptions with our AP. AP discounts at Downtown Disney are almost obsolete except for food. Inside, I knew that Disney would change the AP rate room policy. And - they did. Having an AP implies flexibility - going down when you get a chance. Non-Refundable does not.

There were many times we looked into visiting other places, but chose not to simply because we were able to get such good discounts at Disney. It's like, "OK. $2000 at the Beach or $2000 at WDW?" Disney won every time. I guess our perspective has now been changed. We've already booked another vacation NOT at Disney. Oh, and there's no cancellation penalty until 24 hrs prior to arrival.

I really like the Swan and Dolphin and guess I will begin using their discounts. I know from experience the Starwood club is very rewarding.

We are with you minniesfriend. Disney treats its annual passholders and FL residents like second class citizens. We are tired of it. We too are planning trips elsewhere, and the amount of money we used to spend at disney on a yearly basis is much, much less than it used to be. We will stay at swan/dolphin, at least they still offer great rates. Other than that..when in Orlando, we stay at the Universal resorts because they don't play games.

 

[bicker]

In this thread:

I really like the Swan and Dolphin and guess I will begin using their discounts. I know from experience the Starwood club is very rewarding.

In another thread today:

I am a loyal SPG customer but this has me upset. Note: I chose to book with Disney instead.

This is very common: Two competitors, pretty-much operating similarly in accordance with generally-accepted consumer service provision practices, ping-ponging a marginal number of guests back-and-forth between them.

 

[Luv2Roam]

If I was booking I would probably balk at the Best Rate Program too.
The 120 days I don't mind. But I think it should be more like at least 90 days.
The non refundable deposit I think should be waived for on-line booking, and used as policy for those calling in. It costs a lot more to pay CMs to answer the phone. I think they have it backwards.
What would REALLY stop me is that how much of a guarantee is there really?
Just as purely an example, imagine I book a room at ASMo on-line using the Best Rate Program.
Later, as usual, a set number of discounted room rates are offered.
Well, say 20 room rates are lowered at ASMo. (I have no idea how many rooms are discount. I am just throwing out a number.)
My luck, I am #21 on the list.
I still pay rack rate? Where had I known this I would have booked elsewhere. But can't change without paying a fee.
Maybe I am way off base and this would not happen.

The downside to is that as someone else mentioned, because of unexpected low airfare and having APs burning a hole in our pockets, we took last minute WDW trips. The Best Rate plan would have posssibly lessened the liklihood of this happening.


Luckily I don't have to worry about this any longer. That's the Best Plan yet!

 

[cherylp3]

Please note I was trying to use a "Reward" rate with SPG.

And yes I booked 2 stays today both in August with Disney, although I don't know if I got the AP rate or the FL. resident rate.

Hopefully I will buy more DVC points soon and won't have to worry about this.

-Cheryl

 

[dcgrumpy]

You can not book two rooms with one AP and when you use two AP's to book two rooms you risk losing both deposits.

I booked 3 rooms with one AP

 

[Mickey Fliers]

Just on a side note. I booked through BR program for our November trip. A few days later, my DH tells me that we can't go that week and we need to postpone our trip until December. I call WDW and they changed my dates and did not assess any fee.

HTH

 

[Santa]

I like the new program because you know right away if you got a discount or not. The 120 day thing is not a big deal to me as we always have it planned well in advance of the 120 day limit. There are only two drawbacks I have come across with this new program. The first is the inability to book up to three rooms under one reservation number. The second drawback is that you cannot prepay before you arrive. I am sure Disney has already planned on tweaking the new program so it will be interesting to see how it progresses.